user engagement at nanyang technological university national university of singapore singapore...
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User engagement at
Nanyang Technological UniversityNational University of Singapore
Singapore Management University
Highlights from NTU
Content creation service
Social media engagement
Provide routine library service where faculty can store, organize and make accessible rich content they generate from research activities
Help develop and create teaching & course blogs to support faculty in their teaching activities
Adopt whole-of-organization approach in using social media to deliver service and engage in outreach work
USER ENGAGEMENT WORK (new in 2012/13) A
B
Easy to use technology provides new opportunities for collaborative work with faculty and users
A. CONTENT CREATION SERVICE
Digital library / repository platformsLibrary systemsSocial media tools, blogs, etc
Work suitable for library involvementFaculty produced, unique resourcesRequires content organization & descriptionMake use of expertise of librarians
Not one-off projects, but regular library service
ROLE OF LIBRARIAN• Site design• Design information
organization, taxonomy
• Facilitate sharing of content via social media tool
• Add value – design interactive map
1) USING SOCIAL MEDIA TOOLS - WORDPRESS
BAGAN MURALS PROJECT – with History Professor
EXAMPLES
Education
Biography
Research Interest
ROLE OF LIBRARIAN• Site design• Information
organization• Metadata scheme• Indexing• Records
maintenance
2) USING LIBRARY SYSTEM – SirsiDynix-Portfolio
ARTISTIC WORKS - with Art Professor
EXAMPLES
• Student assignments in blog format
• Psychology librarian set up blogs
• Teach student • Provide advice (reference
services) on content – greater interaction – more embedded
3) COURSE BLOGSCONSERVATION PSYCHOLOGY
EXAMPLES
4) TEACHING BLOG
With history professor :
An international, multilingual resource for teachers and scholars to share resources on scientific & technical issues related to disasters in Japan
TEACH 3.11 – Blogs with contributed teaching resources
EXAMPLES
B. SOCIAL MEDIA ENGAGEMENT
Adopt a whole-of-organization approach
Expect all librarians to use social media in their user-engagement work
The New Media Group was set up to strategize and drive social media engagement (1 Head, 3 librarians (half-time) and 1 para-professional staff
Develop processes & policies. Initiative activities. Coordinate strategy & development. Train staff. Build capabilities
User Engagement @ NUS Libraries
• Purposeo To find out users’ needs and improve services to
meet the needso To promote services that benefit userso To build library community for gathering
feedback and gaining support for library activities
• Strategyo Use creative and innovative way to engage userso Leverage on ICTo Collaborate with Faculty
Highlights of 2012/2013• Online chat service with librariano Expanded chat service to NUS Course
Management System called IVLE in 2012 to help students with their assignments
o Embedded chat box in some databases in 2013 to provide research-focused assistance to students and researchers.
Online chat
Social Media (1)
• Formed a Social Media team to actively engage users through social networking platforms.eg. Twitter, Facebook, Blog, YouTube, Flicker, FoursSquare, Instagram, Pinterest, etc.
• Made use of these platforms to organise outreach programmes in a creative manner e.g. organise contests, use memes, etc.
Social Media (2)• Memes on FaceBook
o Used memes to publicise news, events, new services, etc. on FaceBook
o Organised a meme contest in 2012 and received over 100 memes from students, faculty and researchers
o Contest attracted >100 new fans and generated numerous comments and >2000 likes on meme photos within 2 weeks
Social Media (3)
• Library FourSquareo A location-based service
allowing users to check-in on their mobile phones to specific locations
o Organised FourSquare promotions at 4 libraries in 2012
o Aims: To develop social presence
for the libraries To alert users of library
events and news when they check-in to the libraries
Library Surveys
• Major Surveyo Conducted Library User
Perception Survey 2013 in March
o Received 6,718 responses and >4,000 comments
• Minor Surveyo Conducted survey on Alpha
and Beta versions of Discovery service, FindMore@NUSL in 2012
o Incorporated many comments from the survey in the final version of FindMore@NUSL
Library Survey Perception Survey 2013
Our Four Pronged User Engagement Strategy
A Culture of Engagement/ SMU Strategic
Goals
A Culture of Innovation in User Engagement
User Engagement at SMU Library
• The Institutionalized Element: What we do on a regular, recurring basis
• The Surprise Element: Just that – a few nice surprises along the way, especially during high-stress periods
• The Interactive Element: Listening, collaborating and being continually responsive to users
• The Embedded Element: LibQuest, Legal Internship Prep
20-Mar 22-Mar 24-Mar 26-Mar 28-Mar 30-Mar 1-Apr 3-Apr 5-Apr 7-Apr 9-Apr0
100
200
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900
Facebook EngagementPeople Talking about this Daily new likes
What it adds up to…..
• The library’s central role as the research, learning and community nerve-center of the university
• Alignment to SMU’s strategic goals
• Broader reach and usage of library resources
• Library champions and ambassadors across the SMU community
• Engaged, fulfilled library staff enjoying a culture of creativity and innovation
In summaryAll three libraries use multiple strategies to engage the campus community:• Recognise critical nature of engagement• Policies, plans and a variety of practices for collaboration and
engagement activities• Different types of engagement for different users • Blogs, social media, online chat, mobile interfaces, apps, content
creation etc..• Library surveys, website, face-to-face, space use• Staff development, engagement, involvement, creativity and
innovation• Evaluation, measurement, feedback, review and innovate • Ongoing activity….